First, sometimes when I try exporting an edited video from premiere, the video shows "Media Offline" even though it plays fine in Premiere. How could I fix this error?

Secondly, when I try exporting a different, longer-in-lenth video from Premiere, it shows NO Sound, despite there being sound in the ProRes file itself.

I tried restarting, clearing the cache and deleting the preferences - and it still isn't working. We also tried re-installing media encoder. I also tried contacting Adobe Support, and they haven't been helpful or responsive (My case number: 0186134420). Anyone know how to solve this one? Thanks!